Umm, maybe YOU'VE got the attitude problem

[Broomjockey]

We've got these cards people can use at the theatre called "Access 2 Entertainment" cards, and it allows a handicapped (blind, deaf, wheelchair, mentally, whatever) person to bring a support person into the movie for free. The card holder pays full price.

Had a lady tonight, she was part of a group. She hands me the card, and I ask if she wanted the transactions seperate, (usually support people are given specific money to use for the person they are escorting and need to keep it seperate) because she wanted another adult ticket in addition to the Cardholder's and hers. She says yes. So I ring up 1 adult and the card. I admit, I made a mistake here, it was supposed to be 1 child and the card, but I got that sorted out. I give her back her change, and wait for her to give me the seperate money for the other adult ticket. She then proceeds to get p***y because she apparently wanted me to take the adult ticket out of the same money.

Finally I get her gone, and then the next person in her group comes up, hands me one of the cards. Determined not to make the same mistake, I ask how old the cardholder is, and he's old enough to pay adult price. Get her through no problem, serve a couple people, and then First Lady drags her friend back and cuts in line.

She wants to know why her friend was charged for an adult for the ticket. I explain I asked the age, the friend said 17, and that's an adult ticket. She says "Oh." and walks away. To go talk to my manager who happened to be running the till behind me.

She demands his card and says she wants to complain to him after the movie because she doesn't have time now, their movie is about to start.

My manager asks me what the lady is going to complain about, and I tell him about my mistake, and how I was a little slow because I didn't clearly understand what she wanted, and he says he heard all that, so what is she going to complain about?

Later, my manager told me the lady tracked him down and complained about my attitude, his attitude (he's the GM of the theatre, he's the last person that's going to cop an attitude, and the attitude of the floor person who ripped her tickets (apparently the floor person yanked them right out of her hand. )

My manager agreed, the lady was the one with the problem.

[One-Fang]

Funny how people can't seem to grasp that if every person they deal with seems to be copping an attitude, the common factor is ... THEM!

[CherryB]

Funny how people can't seem to grasp that if every person they deal with seems to be copping an attitude, the common factor is ... THEM!

Reminds me of the old joke "One out of four people are crazy. Get three of your friends together and look at them. If they seem OK-then it must be you."

[pbmods]

It always amazes me how customers will ADAMANTLY INSIST that the rest of the world is the problem before looking inwards... just to make sure, y'know....

[Tito]

There was definitely an attitude problem there, but trust me, it was not you or your manager. That lady sounds like a first class sucky customer. :mad:

[Bella_Vixen]

Slightly :ot: but...

Nothing gives me an attitude faster then someone trying to tell me that I have an attitude. I can be having a great day and be as cheerful as anything, but some asshat will try to tell me that I am crabby and have an attitude.

If I am giving you an attitude, you WILL know.

[AmericanZero8503]

Slightly :ot: but...

Nothing gives me an attitude faster then someone trying to tell me that I have an attitude. I can be having a great day and be as cheerful as anything, but some asshat will try to tell me that I am crabby and have an attitude.

If I am giving you an attitude, you WILL know.


Yeah...They'll know if I have an attitude. I totally agree though, when they think everyone else has an attitude problem 9 out of 10 times it's them.

Customer is always right? Yeah, right.

[Phone Jockey]

Hilarious that she basically told the GM that she was going to come back & yell at him about certain things. I'm sure he was all aglow just thinking about it.

[dreamisle]

Well at least you can tell that she didn't have the A2E card because she was unable to speak :p Although now thinking about it, it would be weird if someone who couldn't speak had to use sign language to complain to you about something stupid.

[tensaineko]

Well at least you can tell that she didn't have the A2E card because she was unable to speak :p Although now thinking about it, it would be weird if someone who couldn't speak had to use sign language to complain to you about something stupid.
when working at a theatre we had a few regulars that where sign language dependent (none of them had an attitude and where very grateful that i knew a little sign language as well), they always had a little note pad, so i guess the GM would have been furiously scribbled at???

[dreamisle]

when working at a theatre we had a few regulars that where sign language dependent (none of them had an attitude and where very grateful that i knew a little sign language as well), they always had a little note pad, so i guess the GM would have been furiously scribbled at???
Yeah, and then to emphasize the anger the SC would throw in a few of these:

:eek: :rant: :mad: :pissed:

Only hand drawn and not animated or in color.

[Broomjockey]

The complaining lady wasn't the cardholder, she was the caregiver for the cardholder, who was a very nice 13 year-old. I've actually had to deal with a few mute people, and found them nice.

The GM was less than impressed with the lady. He just shook his head later and said "Welcome to life in the city, lady"

Slightly :ot: but...

Nothing gives me an attitude faster then someone trying to tell me that I have an attitude. I can be having a great day and be as cheerful as anything, but some asshat will try to tell me that I am crabby and have an attitude.

If I am giving you an attitude, you WILL know.

I'm pretty similar. People tell me to calm down when I already am and I snap. One time at work, they were slow to cash me off after a crappy shift, and I was complaining about some of the idiots I had to deal with. The office helper who was supposed to cash me off told me to calm down. I was already staying past my quitting time, and that was the final straw. I dropped my cash box on the counter and walked out, leaving her to do it herself. Didn't feel even the least bit guilty about it.

[pbmods]

I'm pretty similar. People tell me to calm down when I already am and I snap. One time at work, they were slow to cash me off after a crappy shift, and I was complaining about some of the idiots I had to deal with. The office helper who was supposed to cash me off told me to calm down. I was already staying past my quitting time, and that was the final straw. I dropped my cash box on the counter and walked out, leaving her to do it herself. Didn't feel even the least bit guilty about it.

Ouch. If you're angry, people should NEVER tell you to "calm down". That just discounts your feelings and takes away your sense of control over the situation!

Consequently, of course, telling an angry SC to "calm down" will only make him/her even madder. Might as well give them time to vent so that once they're ready to start talking with you, they'll actually *be* calm.

On another note, "The customer is always right" is a sales tactic, not a customer service mantra.

Sales:
"This product should only cost $2."
"You're right! And with the money it saves you in energy costs, it might as well cost $2 after the first month!"

Customer Service:
"This product should only cost $2."
"I'm sorry, but this item is currently marked down to $4 right now, and we cannot afford to sell it for any less. However, you might be interested in this alternative product that is on sale for just $3.50."

Sales is just a facet of customer service. IMnsHO, the best way to get revenge on a crappy customer is to see how much of his money you can separate from him before he realizes what's going on.

[JustaCashier]

Broomjockey, The last line of your OP scared me until my eyeballs hit the the part of the sentence beyond the comma.

I thought you were going to say the the Manager melted, and agreed with the SC.

[AmericanZero8503]

I'm pretty similar. People tell me to calm down when I already am and I snap. One time at work, they were slow to cash me off after a crappy shift, and I was complaining about some of the idiots I had to deal with. The office helper who was supposed to cash me off told me to calm down. I was already staying past my quitting time, and that was the final straw. I dropped my cash box on the counter and walked out, leaving her to do it herself. Didn't feel even the least bit guilty about it.

I work countdown office/ customer service and it sucks. Thanks to the gigantic W opening across the street, we got downsized and I'm doing the job of two people. Nothing bugs me more when a cashier comes up to whine about the customers they deal with. Hell, I have to do customer service (which is listening to people bitch or try to scam me), and make sure the store is making money. This is very overwhelming at times, and it pisses me off that I'm still only making around 50 cents less than some people who do less work.

There is a customer service manager who's only job, it seems, is to make sure that his clipboard never lays idle for five minutes. He then comes over and tries to bug me with stores of how bad his job is...yet he makes more money per hour than I do. ERRRGGGHHH....

[Broomjockey]

I work countdown office/ customer service and it sucks. Thanks to the gigantic W opening across the street, we got downsized and I'm doing the job of two people. Nothing bugs me more when a cashier comes up to whine about the customers they deal with. Hell, I have to do customer service (which is listening to people bitch or try to scam me), and make sure the store is making money. This is very overwhelming at times, and it pisses me off that I'm still only making around 50 cents less than some people who do less work.

There is a customer service manager who's only job, it seems, is to make sure that his clipboard never lays idle for five minutes. He then comes over and tries to bug me with stores of how bad his job is...yet he makes more money per hour than I do. ERRRGGGHHH....

Sorry if this seems a little peevish, but first off, I didn't come up to her, she had to come down to the box office to get me, and on the walk back I was telling her about the idiots that came in that day. Second, she's only an office person part-time, the rest of the time, she works in the service areas, and deals with the same people. Also, she made a couple dollars an hour more than I did, and she was in no way stressed by management, because at the time we had probably the best bunch of managers a place could want. Every single one of them did not only their job, but helped out the office assistant when they could, and came out onto the floor whenever it was needed, and sometimes even when not.
I had to listen to her vent about idiot customers all the time, and even listen to her babble about stupid things going on in her life that I didn't give two craps about, but because I'm too nice I pretended to commiserate, care, and be concerned. And she can't listen to me vent about a bad day for 5 minutes in return? Like I said, I was already past the time I was supposed to be finished. I already had an hour+ bus ride ahead of me, so staying extra just makes me that much later to home and food.